CRM Analyst focusing on engagement and profitability strategies, constructing new flows and optimizing campaigns within a multidisciplinary team.
About the role
- Customer Success Specialist managing campus partnerships and course material operations at VitalSource. Combining customer service expertise to enhance the student experience in a hybrid role.
Responsibilities
- Serve as the on-campus frontline representative for the course materials affordability and access program
- Address basic program related inquiries, including general inquiries regarding faculty adoptions, student access, and logistics
- Coordinate onsite activity with third-party fulfillment partner during distribution periods, including material receiving, inventory, and student distribution
- Monitor quality and escalate any issues to the Customer Success Manager
- Maintain a visible and supportive presence during peak sessions
- Track and report on key metrics including student interactions, training sessions, and distribution progress
- Represent VitalSource at campus events (e.g., orientations, tabling events, resource fairs)
- Collect & summarize real-time feedback from students, faculty, and staff
- Assist in executing on-campus components of marketing and awareness campaigns
- Ensure signage and informational materials are current and placed appropriately across campus
- Build and maintain positive working relationships with campus departments (e.g., bookstore, IT, student services)
- Coordinate with Customer Success and Marketing team and help execute on-campus components of marketing and communication plan
- Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc …)
- Assist with special projects or cross-functional campus initiatives
- Identify opportunities to improve on campus processes and engagement
- Other duties as assigned
Requirements
- 1-2 years in a customer-facing or support role
- Experience in higher education or Bookstore operations is a plus
- Proficiency using technology and digital customer relationship management tools for tracking and reporting, Microsoft Office Suite
- Strong analytical, problem-solving, and decision-making skills
- Experience managing relationships
- Strong communication and collaboration skills across multiple channels (email, Slack, video conferencing, in-person)
- Strong public speaking and presentation skills
- Problem-solving mindset and conflict resolution skills
- Ability to take initiative and work independently
- Knowledge and understanding of higher education environments, ideally in student services or academic support
Benefits
- Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
- 401K match up to 5%
- 12 weeks of paid parental leave
- Tuition reimbursement program
- Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
- Flexible work schedules and remote capabilities
- Opportunities for fitness challenges and rewards
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